Author Question: In order to expedite the process of shipping a product to a customer, a sales team should engage in ... (Read 312 times)

piesebel · **on:** Jun 28, 2018

In order to expedite the process of shipping a product to a customer, a sales team should engage in designing and manufacturing partnership.

Indicate whether the statement is true or false

Question 2

Briefly discuss the six key relationships depicted in the service triangle.

jennafosdick · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

False

Answer to Question 2

(1 ) The firm's service strategy must be communicated to its customers. (2 ) The firm's service strategy (commitment to service excellence) needs to be communicated to the firm's employees. (3 ) The firm's service delivery systems should flow logically from the service strategy and enhance the service encounter for all involved. (4 ) Interactions with the firm's systems should enhance the customer's service experience. (5 ) Organizational rules and regulations should not be obstacles in the way of employees wishing to provide great service. (6 ) Finally, the sixth and last relationship depicted in the service triangle is perhaps the most important of them all-the customer/service provider interaction. Also known as critical incidents or moments of truth, the importance of the interaction between service providers and customers cannot be overstated.